Experience

Inktel Contact Center Solutions

• United States
• Outsourcing and Offshoring Consulting
• 400 - 500 Employee

• Site Director

  • May 2022 - Present



Anthem, Inc.

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Director Customer Care

  • Mar 2021 - May 2022

• Customer Care Manager

  • Nov 2014 - Mar 2021

• Process Improvement Coordinator

  • Aug 2013 - Nov 2014

  Responsible for examining and evaluating the accuracy and timeliness of leave of absence case management transactions within the HRSolutions Center as well as the quality of recorded calls and emails in accordance with regulations and departmental measures. Provides results and feedback to management team. Identifies, develops, and implements process improvement opportunities with a focus on the enhancement and integration of processes, procedures and technical tools to provide efficiency and effectiveness for associates. Identifies systems, processes, and procedures related to problems via communication with HRSolutions associates and works collaboratively with operations staff and leadership to resolve. Responsible to establish and lead cross-functional quality improvement teams and participate in ad hoc projects as needed. Partners and collaborates with HRIS team, LOA case management system vendor, and HRSolution’s to execute user acceptance testing (UAT) on enhancements to current or future systems. Coordinates template/form updates, pending enhancements, system changes and conducts UAT testing to assure developed product conforms to requirements and design. Assists in reviewing application for testing needs and requirements/design quality. Consults to projects and application support groups regarding quality and testing and may participate in the transition of software and systems into production Show less



WellPoint

• Indianapolis, Indiana Area

• Disability Case Manager Specialist

  • Jun 2011 - Jul 2013

   Direct the coordination of all of WellPoint’s policies involving FMLA, Worker’s Compensation and Short Term Disability programs as well as provide consultation to employees and managers regarding Human Resource Policies  Execute and maintain Short Term Disability program management processes and disciplines in the areas of: managing workflow for large number of claims and quality management; communications to management; human resource management; cost management by reducing cost of our STD spend; risk / associate issue management; change management.  Build credibility, establish rapport, and maintain communication with Managers, Directors and Human Resources at multiple levels, including Physicians.  Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business and other organizational objectives  Expert knowledge of legal requirements and government reporting regulations affecting human resources functions.  Develop and maintain RTW plans Show less



St Vincent Hospital

• Disability Benefits Coordinator

  • May 2008 - May 2011

   Define and initiate projects, and assigned to manage cost, schedule, and performance of component projects, while working to ensure the ultimate success and acceptance of the RTW/SAW program Maintain continuous alignment of program scope with strategic business objectives, and make recommendations to modify the program to enhance effectiveness toward the business result or strategic intent Interpret policies for associates, managers, and directors  Manage 25+ associate, track clocking times, establish Transitional Duty assignments Advise managers on appropriate resolution of employee relations issues  Organize, prioritize, and plan day to day operations and identify job placement opportunities at multiple facilities Recruit, train, and fill vacant positions Develop and maintain physical job description database for over 700 jobs. Administration for Work Comp, Short-Term Disability and FMLA plans. Expert knowledge of legal requirements and government reporting regulations affecting human resources functions.  Succeed in a stressful and demanding environment. Show less

• Medical Order Processing

  • Aug 2006 - May 2011

  Ensured that all patients or visitors entering the hospital have their questions/needs met courteously and efficiently. Expedite clean, accurate and prompt billing on patient claims.Duties include answering phone calls, making sure patients have all the necessities for their tests, making sure all orders have the correct information to perform tests, getting patients to the direct location for test, and directing family members to test locations.Work closely with other departments and co-workers to ensure the patients’ experience at St. Vincent’s is a positive experience.Expert knowledge of healthcare laws and regulations.Knowledge of ICD-9 and CPT coding Show less